IT Support Technician

The IT Support Technician is responsible for ensuring the smooth operation of the organization's IT infrastructure by providing first- and second-line technical support to end users.

This role involves building, configuring, and maintaining IT hardware and software, managing user accounts, and troubleshooting technical issues across desktops, laptops, mobile devices, and peripheral equipment.

The technician plays a key role in delivering excellent customer service, minimizing downtime, and supporting business productivity through timely resolution of IT incidents and proactive system maintenance

Role Responsibilities

• Provide first and second-line support for hardware, software, and network issues across desktops, laptops, mobile devices, and peripherals.
• Install, configure, and maintain devices, operating systems, applications, and security tools.
• Manage user accounts, permissions, and access in line with company policies.
• Diagnose and resolve technical incidents via phone, email, remote tools, or in person.
• Escalate complex issues to senior IT staff or third-party vendors when necessary.
• Maintain accurate records of issues and resolutions in the IT ticketing system in line with defined SLAs.
• Assist with IT asset management, including inventory tracking and lifecycle management.
• Support system upgrades, patching, and proactive maintenance to minimize downtime.
• Educate users on best practices for security and efficient use of IT resources.
• Create documentation for known problems and maintain an accurate Knowledge Base
• Track record of project delivery to deadlines (must be able to demonstrate knowledge and experience)
• Imaging, testing, and dispatching of new and existing IT hardware and software
• Proactive engagement and maintaining good working relationships with users to determine issues for rectification
• Engaging with the rest of the IT Team and assisting with their duties as required

In addition to the duties and responsibilities listed, the job holder may be required to perform other duties assigned by the Head of IT.

• Excellent troubleshooting skills
• Excellent verbal and written skills
• Patience and empathy with end-user requests
• Work under own initiative
• Self-manage own responsibilities and deadlines
• Business centric mind-set
• Strong attention to detail
• Maintain a continuous improvement mindset

Qualifications:

• GCSE / O Levels
• Microsoft accreditations (desirable)

Experience:

• Hands-on support of Microsoft operating systems (Windows 10/11) and Office 365 applications (Outlook, Teams, SharePoint, OneDrive).
• Troubleshooting hardware and software issues across desktops, laptops, and mobile devices.
• Active Directory administration, including user account management and group policies.
• Basic networking knowledge, including TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.
• Experience with IT ticketing systems (USU desirable)
• Installing and configuring operating systems and applications.
• Supporting remote access solutions (Zscaler, MFA, remote desktop tools).
• Understanding of cybersecurity best practices, including phishing awareness and endpoint protection.
• Experience with device imaging and deployment tools (e.g. Intune).
• Experience with Power Apps, Power Automate, Power BI (desirable).

Mobility:

• Occasional travel to other UK sites.

Competencies Required:

• Teamwork
• Adaptability
• Communication
• Accountability
• Positive and enthusiastic
• Strong End-user engagement
• Ability to grasp concepts quickly
• Tenacity
• Eagerness to acquire new skills
• Logical and analytical thinker

Without Jungheinrich, your shopping trolley would probably be empty. Every day, our trucks move millions of goods in logistics centres globally. Jungheinrich is one of the top three leading companies in the material handling equipment and Intralogistics sectors worldwide - and we are very interested in speaking with you further about your career. Jungheinrich has evolved from a producer of forklifts to a manufacturing logistics service provider achieving an annual turnover of over £2.5 billion. Today, we employ over 14500 employees, thereof in Europe alone over 800 sales consultants, as well as more than 4200 mobile service engineers, maintain a close-knit network providing quality consulting and comprehensive service. In short, your role within Jungheinrich will play a crucial part in providing the customer with complete peace of mind in managing their intra-company logistics., Jungheinrich is an attractive employer and cares about its employees. We offer a wide range of benefits, training courses and on-going career support.